Grievance Redressal

Grievance Redressal Policy

Last updated: 30 May 2026 | Statutory page per Information Technology Act 2000 (Sec 79) and Consumer Protection Act 2019

Empire Relocations is committed to addressing customer grievances promptly and fairly. This policy outlines our 3-tier grievance redressal mechanism, designed to ensure your concerns reach the right person and are resolved within statutory timelines.

1. What Constitutes a Grievance?

A grievance is any complaint or concern related to:

• Quality of service delivered (packing, transit, delivery, damage)
• Billing disputes, hidden charges, or refund delays
• Conduct of our staff or service partners
• Privacy violations or unauthorized data sharing
• Failure to honor commitments made in quotes or contracts
• Discrimination based on caste, religion, gender, or other protected categories

2. Tier 1 — Customer Support (First Response)

Most issues are resolved at this level within 24-48 hours.

• Phone: +91 98913 00425 (24/7)
• Email: [email protected]
• WhatsApp: +91 98913 00425
• Response time: Within 4 business hours
• Resolution time: Within 48 hours

3. Tier 2 — Grievance Officer (Escalation)

If Tier 1 does not resolve your concern within 48 hours, escalate to our designated Grievance Officer.

• Designation: Grievance Officer, Empire Relocations
• Email: [email protected] (Subject: "GRIEVANCE — [Your Booking ID]")
• Phone: +91 98913 00425
• Postal: Grievance Officer, Empire Relocations, Delhi NCR, India
• Acknowledgement: Within 24 hours of receipt
• Resolution: Within 15 days as mandated by Consumer Protection Act 2019

4. Tier 3 — External Resolution Mechanisms

If our Grievance Officer does not resolve your complaint to your satisfaction within 15 days, you may escalate through these external channels:

• National Consumer Helpline: 1800-11-4000 / 1915 (Toll-free, Government of India)
• Online Portal: consumerhelpline.gov.in
• Consumer Forum: Approach your district/state Consumer Disputes Redressal Commission
• Cyber Crime Reporting (for data/privacy issues): cybercrime.gov.in
• National Cyber Crime Helpline: 1930

5. What Information to Provide

To help us resolve your grievance quickly, please include:

• Your full name and contact details
• Booking ID or invoice number
• Date and city of the service
• Detailed description of the grievance
• Supporting documents (photos, receipts, correspondence)
• Desired resolution (refund, replacement, apology, compensation)

6. Our Grievance Resolution Commitments

• Acknowledgement of every complaint within 24 hours
• Investigation with relevant team within 7 days
• Resolution or interim update within 15 days (Consumer Protection Act 2019 statutory requirement)
• Written response explaining outcome, including reasons if claim is denied
• No retaliation — complaints do not affect future service eligibility

7. Grievance Statistics

In compliance with Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules 2021, we publish quarterly grievance resolution statistics on this page. Last quarter: 100% of grievances acknowledged within 24 hours, 96% resolved within 15 days, 4% escalated to consumer forum (resolved with mediation).

8. Contact Grievance Officer

For any grievance, complaint, or concern not addressed by our regular Customer Support team:

• Name & Designation: Grievance Officer, Empire Relocations
• Email: [email protected]
• Phone: +91 98913 00425 (10 AM – 6 PM, Mon-Sat)
• Address: Delhi NCR, India